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Relationships
That Retain

Tyler Hadley

A decade of managing accounts, building trust, and turning satisfied customers into long-term partnerships. I don't just manage relationships. I build the systems that keep them healthy at scale.

Customer Success Manager Director of Customer Success Account Manager Client Relations Manager Client Services Leader
Account Retention 95% Satisfaction Rate CRM-Driven Processes Proactive Communication
Get In Touch for a Customer Success Role
Tyler Hadley
Wilbraham, MA
Remote & Hybrid · Willing to travel up to 80 miles to office
Customer success by the numbers

What Retention Looks Like

Satisfaction rates, response times, and account volume that demonstrate what proactive relationship management actually produces.

95%
Customer Satisfaction Rate
Maintained across 30+ direct accounts per year
<12hr
Average Issue Resolution
Proactive communication prevents problems before escalation
<24hr
Lead Response SLA
CRM-enforced across 1,000+ active prospects
30+
Accounts Managed Per Year
Simultaneously, with structured communication cadences
$500K+
Personal Annual Revenue
Driven through relationship-based account management
70%
Proposal Close Rate
90% of qualified leads advanced to proposal stage
15%
Membership Growth (YPS)
Driven through improved onboarding and value communication
150+
Active Leads in Pipeline
Managed simultaneously with CRM discipline and follow-up systems
Customer success career

How I've Built & Kept Accounts

From first contact through long-term retention, I own the full relationship lifecycle and build the processes that keep it healthy.

2019 – Present
Vice President of Sales & Marketing
DDS Acoustical Specialties LLC · Westfield, MA
  • Serve as primary client contact across 30+ active commercial accounts per year, maintaining 95% customer satisfaction through structured communication cadences and proactive issue tracking.
  • Resolve customer issues with an average turnaround under 12 hours, preventing escalation through consistent follow-through and clear internal coordination with operations and fulfillment.
  • Manage the full client lifecycle from initial inquiry through proposal, close, and post-delivery follow-up, building repeat engagement across a diverse B2B account base.
  • Implemented Pipedrive CRM to standardize pipeline tracking, lead documentation, and follow-up workflows across 1,000+ prospects, reducing response time to under 24 hours.
  • Coordinate internally across operations, estimating, and fulfillment to ensure client expectations align with delivery capability before commitment, preventing scope misalignment.
  • Generate $500K+ in personal annual sales at 40% gross margin through relationship-based account management and disciplined follow-up systems.
2016 – 2022
Marketing & Communications Manager
Way Finders Inc. · Springfield, MA
  • Managed external and internal communications for a multi-program housing nonprofit, coordinating messaging across seven program areas and multiple department stakeholders.
  • Built and executed email communications to a 5,000+ subscriber list, maintaining consistent engagement through segmented outreach and audience-informed content strategy.
  • Managed digital campaigns generating 150+ monthly inquiries with 80% converting to intakes, ensuring program accessibility through clear, audience-first communications.
  • Partnered with IT and Business Intelligence to strengthen tracking and reporting infrastructure, enabling data-informed decisions across programs and communications.
  • Led and mentored up to 3 communications staff members, setting milestones, delegating deliverables, and maintaining quality standards across all client-facing output.
2021 – Present
Board Member (Vice President / Treasurer)
Young Professional Society of Greater Springfield
  • Chair the Membership Committee, building acquisition and retention programs that contributed to 15% annual membership growth through improved onboarding workflows and value communication.
  • Administer membership systems for 150+ individual and business members, improving operational consistency and reducing administrative workload by 50%.
  • Coordinate end-to-end planning for 24+ annual events averaging 30+ attendees, managing multi-stakeholder communications and member experience across each event cycle.
Customer success toolkit

Skills & Platforms

Everything I bring to a customer success role, from relationship management and retention strategy to CRM systems and data reporting.

Relationship & Account Management
Client Relationship Management Account Retention & Growth Onboarding & Adoption Renewal Strategy Issue Resolution & Escalation Multi-Stakeholder Engagement Executive Communication
Process & Operations
CRM Implementation (Pipedrive) Pipeline Management SLA Monitoring Workflow Standardization Documentation Standards Cross-Functional Coordination Scope & Budget Alignment
Analytics & Reporting
KPI Tracking Satisfaction Reporting Funnel Conversion Analysis Account Health Monitoring Revenue Attribution Performance Dashboards
Tools & Platforms
Pipedrive CRM Microsoft 365 & SharePoint Mailchimp Google Analytics Wild Apricot AI LLMs (Claude, ChatGPT, Copilot) Adobe Creative Suite
Selected customer success work

Account Programs & Outcomes

How I've built systems and relationships that keep customers satisfied, retained, and growing.

Account Management
B2B Account Retention System
Built and maintained a structured account management process for 30+ active B2B accounts simultaneously, with proactive communication and rapid issue resolution.
Customer Satisfaction95%
Avg Issue Resolution<12 Hours
Active Accounts / Year30+
Annual Revenue Managed$500K+
CRM & Pipeline Operations
CRM Implementation & Workflow Design
Implemented Pipedrive CRM from scratch, building lead tracking, follow-up automation, and pipeline reporting that standardized how the entire book of business is managed.
Lead Response SLA<24 Hours
Prospects in System1,000+
Lead to Proposal Rate90%
Proposal Close Rate70%
Membership Retention
YPS Membership Growth Program
Chaired the Membership Committee at the Young Professional Society, building acquisition and retention systems that drove consistent membership growth year over year.
Annual Membership Growth15%
Members Managed150+
Admin Workload Reduced50%
Annual Events Delivered24+
Engagement & Communications
Audience Engagement at Scale
Managed multi-channel communications for a 5,000+ subscriber audience, using segmentation and performance data to maintain consistent engagement and program participation.
Email Subscribers5,000+
Monthly Inquiries Generated150+
Inquiry-to-Intake Rate80%
Program Areas Served7
Ready to talk

Let's Talk About
Keeping Customers

I'm actively looking for customer success and account management roles where relationships, retention, and measurable outcomes drive the work. Based in Wilbraham, MA. Remote and hybrid available.

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Let's connect

Open to the Right Opportunity

I'm actively exploring leadership and specialist roles in Sales, Marketing, and Customer Success at $90,000+. Based in Wilbraham, MA — remote and hybrid available, and willing to travel up to 80 miles to office.

413.348.8178 thadley3384@gmail.com www.tyler-hadley.com LinkedIn Profile

I typically respond within one business day.

✓ Thanks for reaching out! I'll be in touch soon.